This Policy sets out the circumstances in which Travelbay may provide refunds to our customers in respect of a specific deal purchased.
Whilst it is necessary and supportive for all parties that we have a formal refund policy, at the end of the day it will always be our intention to review each case on an individual basis and do whatever is fair and honourable.
It is noted that the Australian Consumer Law (which is part of the Competition and Consumer Act 2010 (CTH)) provides for certain statutory guarantees, which cannot be excluded, restricted or modified by us. These warranties are in addition to any voluntary warranties provided by Travelbay. Nothing in this Refund Policy affects your rights under the Australian Consumer Law or similar legislation regarding statutory guarantees to the extent that those rights cannot be excluded.
At the time of booking you choose a specific date. Travelbay will contact you within 48 hours (usually sooner) to confirm availability. It is extremely rare for a listed date to not be available, however in the unlikely event that there is no availability on your chosen date we will offer you alternate dates. If these do not suit, we will fully refund your payment.
Circumstances that do not qualify for a refund
The following circumstances do not qualify for refunds:
Where you have contacted Travelbay after the conclusion of the voucher validity period. All refund requests must be submitted in writing while the offer is still valid;
Where you have failed to read the Specific Terms and Conditions of the deal (located under ‘The Fine Print’ section on our webpage at the time of the offer), and the General Terms and Conditions;
If you change your mind after you have purchased a deal;
If you lose or misplace your travel voucher or booking confirmation;
If the tour operator on behalf of whom we are advertising the deal does not honour the terms of the deal because you have failed to present the voucher on redemption;
If you cannot redeem the deal prior to the end of the redemption period due to travel or other commitments;
If you cancel a scheduled booking such that the cancellation voids the voucher in accordance with the tour operator’s cancellation policy;
If the experience of the deal did not meet your general expectations (for whatever reason);
If you have had a dispute with the business on behalf of whom we are advertising the deal;
If the business does not have availability to redeem your voucher because you have not attempted to make a booking within a reasonable period of time (as determined by Travelbay) from the expiry date;
If you are unable to travel due to a medical condition or any other personal reason.
Submitting a request for a refund
A request for a refund must be submitted to email@example.com. All customers requesting a refund will be required to provide a detailed account as to why they are not satisfied with the quality of the goods or services provided.
Travelbay will verify the validity and veracity of some or all of the particulars of a request for a refund by consulting with the relevant tour operator responsible for fulfilling the offer. Travelbay may also ask you (by phone or email) to provide additional information in relation to the refund request.
Travelbay may refuse a request
In circumstances where we believe that a request for a refund does not fall within the scope of this Policy, is misleading, incorrect and/or deceptive or is otherwise invalid, Travelbay may, in its absolute discretion, refuse a refund request. Travelbay is under no obligation to provide you with reasons as to why your request has been refused. Please note, any fraudulent requests will be immediately referred to the relevant authorities.
Refund to Credit Card
Any approved refund will be credited to the Credit Card used to purchase the deal. Any refund provided by Travelbay is in no way an admission of liability by or on behalf of Travelbay or the admission of any other fact in connection with any act or omission which led to the request for a refund being submitted by the customer.
Change to Policy
Travelbay may change this Policy at any time at our absolute discretion by posting the revised policy on this website. It is your responsibility to review the terms of this Policy regularly. Your continued use of our services and/or regular emails and/or including use for our website will constitute acceptance and acknowledgement of the terms of this Policy.
Any feedback or questions regarding this Policy can be emailed to firstname.lastname@example.org or you can ring us on 1800 020 020.
Thank you for taking the time to read our refund policy.